Professor Bruce Wilson is Head of the School of Social Sciences and Planning at RMIT University in Melbourne and Co-director of the PASCAL International Observatory. He teaches in organisational and management studies and research methods, and has research interests in various aspects of organisational life, specifically focused on change and learning. Formerly, he was the founding Director of the Union Research Centre on Organisation and Technology Limited (URCOT), which is an independent research centre, affiliated with RMIT. It was established jointly by the Community and Public Sector Union and the Australian Taxation Office to undertake workplace research which would assist union and management representatives involved in major projects involving organisational and technological change. Over time, the scope of URCOT’s activities expanded, and a significant number of organisational and work redesign, systems redesign and occupational health and safety projects has been undertaken with organisations other than the Australian Taxation Office, in the public sector, the community sector and the labour movement. Bruce's experience has encompassed projects in Strategic Thinking, Strategic Human Resource Management, organisational and work design, workforce planning and performance management, and systems integration. In the last year, he has led a number of research and R&D projects focused on work processes and environments in call centres. Prior to joining URCOT in 1991, he was Senior Lecturer in Education at the University of Melbourne, and was the founding Director of the Youth Research Centre and the Centre for Urban Studies and Programs. He has co-authored or co-edited five books and many refereed articles and monographs. He is an active member of a number of international research networks.